iLEARN is an ATO (Accredited Training Organization) of APMG for Service Catalogue course.

For an online verification of accreditments, do a research with ICONS - Innovative Consulting S.r.l. of which iLEARN is a business unit.

The Service Catalogue course has been developed in response to an increasing demand for specific training and it helps to understand the broader implications of the introduction of an IT service catalogue as suggested in the ITIL® Service Design Book.

Objetivos

The service catalogue provides a clear view of what services IT provides and how IT adds value for the money allocated.The course aims to provide the knowledge and expertise needed to manage the catalog of services.It enables good governance in that the key terms, conditions, and controls defined in the Service Catalogue are integrated into the service delivery processes of the organisation. It enables an organization to better plan, deliver and support services while accurately costing and pricing services.

The Service Catalogue looks at common activities such as ordering of PC/desktop, telecommunication, collaboration, and support services, which can produce measurable results and assures consistent service pricing and quality. Service Catalogue also looks at ways to help reduce cycle time; implementing workflow can reduce the time it takes to fulfil services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.

A "Service Catalogue" is a list of services that an organization provides, often to its employees or customers. Each service within the catalogue typically includes:

A description of the service

Timeframes or service level agreement for fulfilling the service

Who is entitled to request/view the service

Costs (if any)

How to fulfil the service.

A quién está dirigido

IT professionals responsible for managing the Service Catalogue to generate benefits for their companies.

Contenidos

Introduction to basic concepts of service catalogue;

Principles of service catalogue;

Technologies in support of the service catalogue and managing service requests;

Plan and implement a service catalogue;

Roles involved in managing the service catalogue;

Measurement, reporting and continuous improvement;

The Business Case;

Key reports and interfaces to other major ITIL Processes.

40% of the hours of the course are devoted to practical exercises.

Pre-requisitos

It is recommended to be certified at ITIL Foundation level (preferably version 3).

To be able to take the exam you must have attended an accredited course that provides at least 18 hours of training;

Further hours of personal study are also recommended in addition to the course ones;

A minimum of two years work experience in the IT field is recommended.

To be able to take the exam, it's required to have read and accepted the terms and conditions of the examination institute. The acceptance of such terms and conditions will have to be confirmed when taking the exam.

Duración

Classroom/distant course duration: 3 days

Acreditación

APMG

The course is available in the languages reported below. Please note that each course is available with a specific combination of languages. Please, check in the course details.

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